End User Technology Engineer - San Francisco California

Company: DocuSign, Inc.
Location: San Francisco, California
Posted On: 01/23/2025

Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents.What you'll doThe End User Technology Engineer will help transform/influence the team responsible for delivering world-class support and service to DocuSign employees. This role will strongly influence the evolution of workflows and processes into a fully automated self-service platform for common IT end user requests. The End User Technology Engineer will primarily interact with IT support staff, various infrastructure, security and operations teams to bring solutions into day-to-day service delivery of End User Services.This position is an individual contributor role reporting to the Senior Manager, IT Operations.Responsibility

• Work with Global IT staff members to analyze and resolve problems associated with technical issues
• Provide operations support including, account management, workflow, log analysis, troubleshooting and service optimization
• Acts as an escalation point within the team for complicated technical issues
• Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines
• Perform systems analyst activities and makes recommendations in areas that require a high level of technical competency
• Participate actively as a Global IT member and participate on Global Projects when needed
• Provide technical direction and supervision to junior staff members in the development and implementation of systems or in problem solving
• Provide leadership for the team, VIP support, lead automation efforts, serve as liaison between EUS Ops and EUS Engineering teams
• Assist in developing user documentation and departmental policies and procedures that impact the use of systems and services
• Provide after hours on call support in addition to being on a rotation schedule with other staff members
• Perform analysis, installation, maintenance and upgrade of Windows and Mac based OS and client side applications
• Support local Docusign Offices via helpdesk ticketing system and understand when to escalate priority issues
• Clearly document all actions performed to resolve the service request in the IT Service Management System
• Respond to incoming IT Service Requests via phone, e-mail, self-service, or walk up requests
• Perform other related duties as assignedJob DesignationHybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)What you bringBasic
  • Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent work experience
  • Experience automating tasks and workflows
  • Experience in scripting and automation using PowerShell, Bash, Python, or equivalent tools.
  • Availability for occasional off-hours and weekend work as needed
  • ITIL Foundations certification, Practitioner certification, or equivalent knowledge of the ITIL framework
  • 8+ years of experience with at least 4 years leading teams
  • Experience with stakeholder management and business relationship skills, with the ability to influence and collaborate at all levels of the organization
  • Experience with JAMF/Intune endpoint management software
  • Experience with PowerShell, Python (or any other language) scripting
  • Experience with Google Workspace management and support
  • Experience with ServiceNow or similar ticketing system
  • Experience with AWS
  • Experience with Wireless network troubleshooting
  • Experience with Workplace technology
  • Experience in project management, successfully delivering complex IT projects on time and within budgetPreferred
    • Certifications such as ITIL or PMP
    • Excellent problem-solving and data-driven decision-making skills, with the ability to think strategically and implement innovative solutions
    • Good communication and interpersonal skills, with the ability to effectively convey complex technical concepts to non-technical partners
    • Ability to work in a fast-paced, dynamic environment and effectively prioritize numerous tasks
    • Familiarity in complex enterprise application environment with integrations and customizations to support multiple business processes
    • Knowledge and experience in high scale, highly available (99.99+) systems
    • Good team player but also able to work independently with minimal supervision
    • Strong vendor management skills, with the ability to negotiate contracts and monitor performance
    • Proven track record of using automation tools and development expertise to create and deliver time and effort saving efficiencies in support of End User ServicesWage TransparencyPay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.Based on applicable legislation, the below details pay ranges in the following locations:California: $101,500.00 - $156,750.00 base salaryThis role is also eligible for the following:
      • Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.Life at DocusignWorking hereDocusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. And for that, you'll be loved by us, our customers, and the world in which we live.States Not Eligible for EmploymentThis position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity EmployerIt's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on any legally protected category.#LI-Hybrid #LI-PM3
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